Africa has been slowly making a name in the outsourcing scene, but there’s one country in the continent that shows promise instead of threat to current top destinations like the Philippines and India. Open Access BPO gives a follow-up report on Africa’s outsourcing boom.
Before outsourcing call center solutions to the Philippines, one of the things you must determine is the type of agents you need to hire. Open Access BPO will help you decide if your call center team should be composed of generalists or specialists. Call center agents are classified into two main categories: the generalists and […]
Measuring the success of your telemarketing project should depend on a thorough assessment using methodical questions that you can gradually develop from simple tools. And the initial step of the assessment is identifying the type of telemarketing campaign you are executing. If the project’s main objective is to generate leads, you must ask if you […]
Some angry people call contact centers to vent, while others threaten to get what they want. How should CSRs face these customers? Open Access BPO advises how each type of angry customer should be treated.
How much authority should you grant your outsourced call center agents? Open Access BPO shares insights that could help you choose the right level of trust that you can put on your employees.
The outsourcing industry owes much of its growth to the Generation Y, which mainly makes up the call center workforce. However, retaining millennials remains to be a challenge for most companies. Open Access BPO shares some tips on how to maximize the tenure of young professionals in the industry.
Should banks and healthcare providers handle sensitive customer information on social networks? Open Access BPO explains why call center support services should remain as the main channel for handling certain cases. The emergence of the multi-channeling trend has enabled companies to deliver customer service through any channel available today. This was largely brought by the […]
How can you tell if a call center is prepared for the unexpected? Open Access BPO lists preventive practices that customer support outsourcing firms must have aside from their recovery plans. It’s customary for customer support call center firms to include disaster recovery and business continuity plans (BCP) in the business solution packages that they […]
This year s Internet Trend Report is out, and it has findings that could make you rethink that way you do business online. Open Access BPO highlights some of the key trends to help you build a stronger digital marketing strategy. Venture capitalist and Kleiner Perkins Caufield & Byers partner, Mary Meeker, has released the […]